Automatically monitor, analyze, and score 100% of AWS Connect Cases, and get real-time actionable insights on individual and team performance.

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Why integrate Pathlight with AWS Connect?

Pathlight deeply analyzes and scores 100% of AWS Connect voice and chat Cases, and pulls in data from AWS Redshift, S3, and Amazon Connect to provide real-time actionable insights on your contact center performance.

Purpose-built on contact center-specific Large Language Models (LLMs) and Generative AI, Pathlight can automatically transcribe, tag and categorize every Amazon Connect Case,  swiftly identify quality issues, and discover trends and opportunities to help you make data-driven decisions and personalize coaching at scale.


  • Single line of sight into contact center performance across chat, voice, and other support systems
  • AI-driven goal-setting and evaluation for every metric, team, and individual based on historical performance
  • Auto-analyze 100% of AWS Connect Cases from Day 1
  • Real-time insights on trends, compliance and fraud issues, sentiment, voice of customer, and more
  • Best-in-class audio and video recording transcription
  • Instant summarization of performance and quality with automated coaching recommendations
  • Auto-generated tags based on natural language and pre-defined criteria
  • Select and analyze issues based on tags, Case status, and other custom fields
  • Custom scorecards, side-by-side view, and annotations
  • Multi-language support

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